Leaynet Yilma
London
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior IT Service Desk Technician
CS Disco
04.2023 - Current
- Acted as an escalation point for the team, resolving complex technical issues and providing guidance on best practices.
- Provided first-line support to users, resolving access-related issues and offering technical assistance.
- Created and configured push groups in Okta to synchronize group memberships across integrated applications, ensuring consistency and efficient access management.
- Created and edited Okta group rules to automate user provisioning and ensure proper access controls based on user attributes.
- Monitored and analyzed user activity and system health using Okta’s reporting tools, generating regular compliance and activity reports.
- Coordinated user onboarding and offboarding processes, working with HR and other departments to ensure smooth transitions.
IT Service Desk Technician
CS Disco
10.2020 - 04.2023
- Deliver exceptional customer service focused, front line technical support to a growing organization
- Troubleshoot and resolve issues with laptops, networks, and AV equipment
- Manage user provisioning and deprovisioning including accounts, equipment and data handoff
- Assist in the management of cloud applications including G suite, Zoom, and Okta
- Manage and ensure accuracy of hardware and software inventory
- Take the initiative in identifying and improving internal IT processes
- Maintain and develop detailed documentation related to IT processes and the end-user knowledge base
Information Security Intern
The College of St. Scholastica
06.2019 - 05.2020
- Configure and assist in upgrading the college's wireless infrastructure
- Research, design and implement ongoing end user information security awareness campaign
- Use Identity Finder to locate confidential data on the network and coordinate the removal of the data
- Investigate unusual user account activity using a variety of tools to help detect account compromise
Education
Bachelor of Arts - Computer Information Systems
The College of St Scholastica
Duluth, MN 05.2020
Skills
- Okta, Gsuite, Zoom, ServiceNow, Zscaler, Office 365
- Identity and Access Management (IAM)
- User and Group Management
- Customer Service
Certification
Okta Certified Professional
Languages
Amharic
Native language
French
Advanced
C1
English
Proficient
C2
Timeline
Senior IT Service Desk Technician
CS Disco
04.2023 - Current
IT Service Desk Technician
CS Disco
10.2020 - 04.2023
Information Security Intern
The College of St. Scholastica
06.2019 - 05.2020
Bachelor of Arts - Computer Information Systems
The College of St Scholastica
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